The Customer Relations Administrator (CRA) is responsible for delivering exceptional customer service and providing efficient administrative support to the Carryduff site. This role ensures customers receive timely, accurate information and that all service requests, bookings, and queries are managed professionally. The CRA plays a key part in supporting operational teams by maintaining clear communication and accurate records.
Manage the daily administration of new and existing customer contracts within company systems.
Prepare and issue quotations, terms and conditions, and method statements.
Take full ownership of customer accounts once transitioned from Account Managers or the Customer Relationship Manager.
Prepare, maintain, and obtain required documentation, including service records, consignment notes, method statements, and waste identification labels.
Ensure all customer records, service details, and documentation are kept accurate and up to date.
Service Coordination & Scheduling
Book scheduled services and coordinate directly with customers regarding service requirements.
Provide the transport team with a weekly service schedule for all customers in the assigned area.
Liaise with treatment teams regarding service availability through the appropriate internal channels.
Monitor the daily arrival or non-arrival of vehicles and proactively update customers.
Coordinate repeat and scheduled services, ensuring timely delivery and resolving any delays or missed services.
Follow up on all quoted but incomplete work and ensure systems are updated accordingly.
Arrange Account Manager site visits when customer service requirements need assessment.
Performance Monitoring & Reporting
Monitor, track, and report on all relevant KPIs for contracts and customers.
Compile monthly and contract-specific documentation to support reporting and performance reviews.
Attend monthly meetings to review account development, performance, and any ongoing issues.
Invoicing & Financial Administration
Obtain purchase order numbers from customers for all services.
Raise service invoices and forward invoices and supporting documentation for payment processing.
Monitor outstanding debts and follow up on overdue balances for assigned accounts.
Ensure timely invoicing for all contract and scheduled services.
Customer Service & Issue Resolution
Communicate with customers via phone and email regarding service requirements, updates, and queries.
Log, track, and escalate service issues or complaints to the appropriate internal personnel.
Maintain a high standard of customer satisfaction through proactive communication and problem resolution.
General Duties
Support wider business objectives and operational needs through additional duties as required.
Contribute to process improvements within customer service, administration, and scheduling.
This is not an exhaustive list. You may also be required to carry out any other duties as required by the business that you are qualified/trained in that meet the requirements of this role
Additional Details:
Monday to Friday
37.5 to 42.5 hours per week (Hours can be agreed)
Skills, Knowledge and Expertise
Essential:
Previous experience in a customer service or administrative role.
Strong communication and interpersonal skills.
High attention to detail with excellent organisational abilities.
Competent IT skills, including MS Office and CRM systems.
Ability to work under pressure and manage multiple priorities.
Desirable:
Experience within the waste management, recycling, or logistics industry.
Knowledge of scheduling or dispatch operations.
Familiarity with regulatory requirements in waste operations.
Personal Attributes
Customer‑focused with a professional and positive attitude.
Team player with a collaborative approach.
Proactive problem solver with the ability to use initiative.
Reliable, adaptable, and committed to delivering high standards.
